Microsoft Office Help Desk
Resume:
Samuel Brackbill
Newark, DE 19713
********@*****.***
Professional Summary
Strong ability to troubleshoot and problem solve hardware and software issues. Possess excellent organizational, written, and verbal communication skills. Team player with ability to organize and coordinate projects as well as perform outstandingly alone. Carefully attentive to details and extremely flexible.
Computer/Technical Skills
Windows Vista / XP
Windows 7 / Windows 10
Windows 2000 Professional
Windows 2000 Server
Windows NT 4.0 Server/Workstation
Service Now (Snow)
Macintosh
Linux
MS Dos
Unix
HTML
PHP
Web Site Certification
Network Systems Management
TCIP/IP
LAN/WAN Technology and Applications
Microsoft Office
Norton Anti-Virus
Basic knowledge of Basic, C, C++ and VC++
Advanced knowledge of Visual Basic
Cisco Routers and Switches
IP Addressing/Subnet Masking
Basic knowledge of Java, Flash and
Active X
Dell Desktop and Laptop Certification
USD Ticketing System
HP Quality Center
Infocare
MHS
Remedy TTS
Professional Experience
January 2013 – Current Computer Science Corporation / DXC / IBM
Monitor Client Servers and backup servers
Test errors reported by monitoring software for accuracy and legitimacy
Submit tickets via USD and Remedy ticketing systems
Contact helpdesk, on call engineers and various support personnel per incident to route incidents where they belong
Maintain and update education on Remedy, USD, Smarts Monitoring Console and other technology as needed for the job
August 2011 – May 2012 Computer Aid Incorporated
Client – Independence Blue Cross
Write test scripts from business requirements for various projects and applications
Run test scripts from written tests with in Quality Center
Report and track any defects discovered during testing in Quality Center
Coordinate with other team members, team leader and various other individuals on projects or applications being tested
Run Scrum meetings and keep team leader updated on all progress and detriments to the project or application being tested
Primary project: 2012 Medicare Benefit Transition
June 2009 – March 2011 Comcast
Receive and assist customers with phone based help desk calls
Track and create standard operating procedures for any helpdesk fixes not yet addressed
Fallow up and escalate any issues that require escalation in a timely and proper fashion
Remain current on all new and evolving technology relating to VOIP, TCP/IP and Cable technology
Attempt to upgrade Customers services through phone based sales
October 2008 – December 2008 Drexel University
Perform any computer trouble shooting task needed
Set up lock and unlock request for various buildings for events
Fill out and send in equipment trouble tickets
Build an inventory of all electronic equipment and department computers
Set up card key access for employees and students
Monitor cameras to insure there are no outages
March 2008 – April 2008 Comcast – Insight Global (Contract)
Provide phone based support for Comcast Employees from Comcast’s Division
Support Center
Reset Passwords in Windows AD, various billing systems and data bases
Set up and modify Windows Profiles in AD
Support all Comcast employees from East coast to West coast with computer help needs (More than 10,000 users)
January 2006 – March 2008 Dorsey Professional Services
Private Consultant
Maintain and troubleshoot computers and networks (hardware and software)
Offers over the phone based help desk support
Sets up networks for both small business and personal homes/residents (LANs)
Set up and monitor employee activity software
November 2005 – January 2006 Best Buy - Geek Squad
Repairing hard drive crashes
Making nonprinting printers print
Containing virus outbreaks
Performing dead laptop resurrections
Securing networks from intruders
Providing one-on-one training to customers
May 2004 – May 2005 Delaware Park Casino and Race Track
Cashier
Exchange player’s winnings both as coin and as ticket into bills
Leading a booth and managing other cashiers
February 1999 – May 2004 McDonalds
Shift Supervisor
Crew person
Worked in a coffee bar that was attached to the McDonalds (was owned by McDonalds)
Worked in the McDonalds Bistro Gourmet as a line cook.
September 1999 – June 2003 JROTC
(Junior Reserve Officer Training Corps)
Maintain and repair any and all computers and communications equipment
Develop a web page for the JROTC Unit
Update and secure all automated cadet records
Safeguard against viruses and hackers
Test and insure the proper working of any new equipment the Army sent out
Teaching the SAI and AI how to use a computer including but not limited to email, chat rooms and secure access of military information via the Internet
Successfully completed my duties while still maintaining a passing grade in school, received the Superior Cadet decoration for this along with a promotion to Cadet First Lieutenant
Education
ITT Technical Institute
Associate Degree with a 3.12 GPA in Specialized Technology – Computer Network Systems - 2007
Vericenter University
Quality Assurance testing and organization – Software Testing Certificate - 2011
References:
Available Upon Request
Contact this candidate